Rain, the first regulated crypto asset platform in the Middle East, partnered with Medallia to enhance customer trust and loyalty in a skeptical market. Using Agent Connect and the Contact Center suite, Rain automated service scoring, streamlined coaching, and integrated empathetic, personalized interactions through Project Humanize. This led to doubled customer survey response rates and improved satisfaction. Rain also leveraged real-time feedback, team recognition via Slack, and Medallia’s Digital Suite to improve service journeys. The partnership empowered agents and shifted company culture toward proactive, experience-driven decision-making.

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